Overview

This article is not a fix, but a checklist to go through if you suspect that the customer's Dialogic card is bad.  These questions will be asked by Dialogic before they will proceed with an RMA (Return Merchandise Authorization).

 

 

Prerequisites

Using FaxMaker with a physical board from Dialogic, using any supported model.

Supported Brooktrout/Dialogic cards are listed in this article.

 

Solution

Verify SDK and Board Serial Number 

1. Verify that the customer is using SDK 6.11.0 or greater.
2. Have the serial number of the Brooktrout board available to provide to Dialogic if necessary.  Instructions for locating the serial number can be found in this Dialogic article.  

Note: If the board is found to be faulty after following the steps below, the customer should go to the Dialogic RMA site to determine if they are eligible for repair or replacement.

 

Fax Board Verification Steps

Note: All steps must be performed before submitting this case for escalation.

1. Shutdown the server.
2. Remove the board from the server and let the system come up without the board installed.
3. Change the module on the board from 2 thru F. Do not use 0 or 1 as these numbers are reserved for engineering testing.  If the module was 2, change it to 3 or another number.  
4. Shutdown the server again and reinstall the board (if there is a different PCI slot that the board can be installed in, please use it to rule out any variables other than the Brooktrout card).
5. If the issue persists after steps 1 - 4, if possible, test the installation in another server or machine to see if it has the same results.
6. Check the status of the LED on the board.  More information about this can be reviewed in this Dialogic article.  
7. Collect Modinfo, BTVer, and Feature information.
   1. Open an elevated command prompt.
   2. Navigate to C:\Program Files (X86)\GFI\FaxMaker\brooktrout\TR1034\Boston\Bin by default.
   3. Run Modinfo and capture a screenshot.
   4. Run BTVer and capture a screenshot.
   5. Run Feature -m [module number that the board is set to] -q. For example:
      Feature -m 2 -q
   
   Note: The Feature command may not be recognized in some configurations.
   
8. Once this information has been collected, a support ticket can be opened providing this information as well as troubleshooting logs.  If it is determined from the provided outputs that the board is faulty, then the board will need to be replaced, via a reseller, or repaired by Dialogic.